We want you to be completely satisfied with every item that you purchase from petstock.com.au. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle-free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).
When to return a product?
You are entitled to a refund, replacement or credit from PETstock when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- And proof or purchase must be provided (proof of purchase details are outlined above)
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history or online purchase transaction history.
PETstock will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:
- Be returned within 28 days of purchase
- Be in a re-saleable condition (original condition)
The unwanted product must be returned to us either via post or in person to one of our stores. PETstock Online treats all ‘change of mind' transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to a PETstock store.